MTN Ghana has launched a user-initiated SIM swap service, enabling customers to replace their SIM cards from anywhere in the world without visiting a service centre.
The innovation is designed to enhance convenience, improve security, and reduce congestion at MTN offices, where SIM swap requests remain one of the most frequent customer interactions.
Speaking at the launch in Accra, Chief Customer Experience Officer at MTN, Jemima Kotei-Walsh, said the initiative reflects the company’s commitment to delivering seamless and customer-focused digital solutions.
“We want to give our customers the freedom to access this essential service conveniently, independently, and securely—wherever they are—without the need to travel or queue,” she said.
According to her, MTN processes about 250,000 SIM swap requests monthly at its service centres, highlighting the scale of demand and the need for a more flexible solution.
She noted that the company piloted the service late last year, with about 18,000 customers successfully completing SIM swaps either independently or with support at selected branches, receiving positive feedback.
A key feature of the new service is its use of advanced biometric facial recognition technology to verify users, ensuring that only legitimate subscribers can initiate a SIM swap.
“This technology significantly reduces fraud risks and protects customers from identity compromise,” Ms. Kotei-Walsh explained.
The service allows users to quickly replace SIM cards in cases of loss, theft, or damage, while maintaining full control over their accounts.
MTN believes the rollout will ease pressure on physical service centres by shifting more customers to digital channels.
“We are moving the customer journey from starting in a queue to starting with you—wherever you are,” she added.
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Customers can access the SIM swap service via the MyMTN App or by dialling *1333# and following the prompts.
Controller for Online and Digital Channels at MTN, Lionel Dodoo, demonstrated the process at the launch, showing how users can complete the procedure in a few simple steps.
The National Communications Authority (NCA) has welcomed the initiative. Director of Consumer Affairs, Beatrice Heming, said the service enhances consumer choice and improves access to digital telecommunications services.
The rollout forms part of MTN Ghana’s broader digital transformation agenda aimed at improving customer experience while strengthening security across its platforms.
